INTERNATIONAL TELECOMMUNICATION UNION
ITU is the leading United Nations agency for information and communication technologies, with the mission to connect the world. To achieve this, ITU manages the radio-frequency spectrum and satellite orbits at the international level, works to improve communication infrastructure in the developing world, and establishes global standards that foster seamless interconnection of a vast range of communication systems.
UX Researcher Consultant
Vacancy notice no: 2164
Sector: SG
Department: ISD
Country of contract: Switzerland
Duty station: Geneva
Position number: [[positionNumber]]
Grade: [[PositionGrade]]
Type of contract: Consultant
Duration of contract: 6 months
Recruitment open to: External
Application deadline (Midnight Geneva Time): 30 September 2025
ORGANIZATIONAL UNIT
The General Secretariat directs administrative, human and financial resources and activities of the Union, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication/ICT matters for operational and other purposes, and the provision of legal advice to the whole of the Union. The General Secretariat coordinates the implementation of the Strategic Plan, monitors the telecommunication/ICT environment and recommends as needed action relating to the Union’s future policies and strategy. The General Secretariat ensures inter-sectoral coordination and cooperation to advance a whole of ITU approach (One-ITU) in headquarters and the field. The General Secretariat provides logistical and information technology support to the Union’s activities including conferences and global forums; the coordination of the work of the Union with the United Nations system, and other international organizations; and the engagement of the Member States, Sector Members, and Academia. The General Secretariat manages corporate governance, and strategic communications and relations with the media, different stakeholder groups as well as the general public.
Within the General Secretariat, the Information Services Department (IS) is the focal point for the ITU information technology services, managing ERP, CRM, documents, information systems and infrastructure, service-desk, library, archives and information management services, safety and security (both physical and logical), to support staff both at Headquarters and in the Field, as well as delegates attending conferences, meetings and events world-wide. It also promotes ICT collaboration, partnerships and information-sharing and represents ITU in inter-organization meetings and committees related to information technology and security management.
BACKGROUND INFORMATION
The ITU is undertaking significant digital transformation initiatives to improve staff, member, and stakeholder experiences. To ensure digital products and services are human-centered and aligned with user needs, ITU seeks a UX Researcher Consultant. The consultant will conduct user research to inform strategy, product development, and service design, with immediate priorities including the website and digital engagement redesign, member and conference participant experiences, and document management systems.
TERMS OF REFERENCE
Under the guidance of the Chief Information Officer (CIO), the consultant will:
- Plan and conduct user research activities such as interviews, surveys, usability testing, and ethnographic studies.
- Analyse user behaviours, needs, and motivations through qualitative and quantitative research methods.
- Translate research insights into actionable recommendations for design and development teams.
- Create personas, journey maps, and user stories to inform product and service design.
- Collaborate closely with product managers, designers, and developers to ensure user insights are embedded in delivery.
- Support participatory design processes and co-creation workshops with ITU staff and stakeholders.
- Provide evidence-based recommendations to improve the usability and accessibility of ITU’s digital platforms.
- Contribute to establishing user research practices, tools, and guidelines within Information Services Department (ISD) and the Transformation team.
CONCRETE DELIVERABLES
- Submission of user research plans, reports, and documented findings from interviews, surveys, and usability testing.
- Development and documentation of Personas, user journey maps, and user stories to guide product and service design.
- Integration of recommendations and evidence-based insights into the website, member experience, and document management projects.
- Submission of Toolkit and guidelines to institutionalise UX research practices within ISD.
COMPETENCIES
- Strong knowledge of UX research methods and human-centered design principles.
- Ability to design and conduct qualitative and quantitative research studies.
- Proficiency in analysing and synthesising user data into actionable insights.
- Excellent facilitation, communication, and collaboration skills.
- Familiarity with accessibility standards and inclusive design practices.
QUALIFICATIONS REQUIRED
Education:
Advanced university degree in human-computer interaction, user experience, psychology, social sciences, or related field OR education from a reputed college of advanced education with a diploma of equivalent standard to that of an advanced university degree in one of the fields above.
Experience:
At least five (5) years of experience conducting UX research and applying human-centered design in digital product development.
Proven experience in usability testing, user interviews, and user journey mapping.
Experience working in international organizations or multi-stakeholder environments is desirable.
Languages:
Knowledge of English at advanced level. Knowledge of French would be an advantage .
REMUNERATION INFORMATION
Between USD 280 and USD 650 per working day to be defined according to the work experience of the consultant.
INFORMATION ON RECRUITMENT PROCESS
Please note that all candidates must complete an on-line application and provide complete and accurate information. To apply, please visit the ITU Careers website. The evaluation of candidates is based on the criteria in the vacancy notice, and may include tests and/or assessments, as well as a competency-based interview. ITU uses communication technologies such as video or teleconference, e-mail correspondence, etc. for the assessment and evaluation of candidates. Please note that only selected candidates will be further contacted and candidates in the final selection step will be subject to reference checks based on the information provided. Messages originating from a non ITU e-mail account - @itu.int - should be disregarded. ITU does not charge a fee at any stage of the recruitment process.
ITU applies a zero-tolerance policy against all forms of harassment. ITU is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a part of the organization. Achieving gender balance is a high priority for ITU.
